Fridge Freezer Repair Rip-Off

Western_Campaigner

A short while ago we found that the fridge part of our upright American style fridge freezer wasn't cooling properly. We found a company on the internet (impressive website) that covered our area and booked a call, also asking them to look at another ancient fridge freezer where the fridge part no longer worked.

The company gave us a date for them to call (which they changed), but then asked for my wife's credit card details in respect of a call-out fee (pretty high, but if they could fix the problem we'd swallow hard and accept it.

As per the revised appointment an engineer (Bulgarian, little English spoken) called and spent around twenty minutes. The old freezer was pronounced unserviceable, and a part was neeed for the other. No paperwork was left.

I then took a call to say that they were having difficulties obtaining the part (and they don't have a relationship to the manufacturer), and asked for all the model and serial numbers (again). Since then (around three weeks ago) we have heard nothing.

In the meantime they (under a different name "Service Net - Essex") have taken over £250 from my wife's credit card.

Furthermore the website has been updated and all contact telephone numbers and e-mail addresses have been removed (they want customers to complete an on-line form for new requests): thedomesticspecialist (as a new user I cannot post links, but the rest of the uk url is straightforward). The website now states that they do not apply call-out charges.!

We are attempting to open a dispute via the credit card provider as no way are these charges fair (caveat emptor) and we don't believe the company has the competency that ought to be expected. The credsit card provider have asked us to raise the matter by phoning the company and then get back to them, but as noted above, the company has removed their number.

Is there anything else we can do, other than to put out warnings about these shysters?


My apologies if this isn't the right place to be posting this.

macman

All you can do is pursue the recharge if they are no longer contactable. But why on earth would you give your credit card details over the phone to a company you 'found on the internet'? Their website gives neither a phone number or street address. I wouldn't call that 'impressive'-it's a clear indication that they have something to hide.
This company is anyway simply a lead generator, if you google them you will find them coming up in a number of widespread areas across the UK (Cardiff, Dornoch, Derry etc). The lead is just sold on to a local repairer 'partner', hence the payment being taken under a different name by the company that actually attended.
http://www.google.co.uk/#bav=on.2,or.r_qf.&fp=5feeb12bef6534ba&q=the+domestic+specialist.co.uk&safe=off
You will note that the T&C's state that your contract is with the 'partner' company, not with The Domestic Specialist:
1.1 We operate this website on behalf of ourself, our partners or associated companies.
1.2 You agree to defend, indemnify and hold harmless us, our staff and immediate business associates for any claim of compensation, costs or damages or litigation that could arise from the use of this website or service.
1.3 You may not copy any part of this website without expressed written permission from the domain registrant.
1.4 You may link to our website on pages that are relevant to us.
1.5 You may not use our website or enquiry forms for the use of unsolicited marketing.
1.6 You agree that any information received from you or about you from your use of this website may be used for the purpose of data processing, publishing on this website, marketing by us or a carefully selected relevant 3rd party company providing quotations or assistance in regards to your original query. If you do not wish to be contacted by any 3rd party companies please opt-out by clicking here.
1.7 You agree that we will not be held liable for any costs, compensation, loss, damages for any service or purchase you make as a result from using our website(s).
1.8 Complaints that arise from any service or purchase that you make as a result from the use of our website(s) must be taken up with the company, partner or business associate in which supplied you.
1.9 Our website(s) are not affiliated with registered trademarks. All other company and product names are trademarks or registered trademarks of their respective companies. We only offer a service on their trademark products.
2.0 Images used on this website are for illustration purposes only.

So any chargeback will need to be pursued against Service Net Essex-if you can find them (not with their agent). Nothing obvious on Google.

Western_Campaigner

Thank you, macman. Yes, really caught with egg on our faces over this one. The website did have a telephone number when we first contacted this organisation (since removed).

Hopefully a dispute with the credit card company may get somewhere, otherwise it's a very expensive lesson learned.

macman

As you can see, the company name is 'Productfeed UK' Which kind of indicates what their business really is.
http://www.nominet.org.uk/whois/lookup?query=thedomesticspecialist.co.uk